Genesys Developer

BMO; Young; On-site; CAD 56,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Retirement savings plans

Job summary

BMO Financial Group is seeking a skilled Genesys Cloud engineering professional in Canada to drive development across the full lifecycle. You will translate requirements into features, design specifications, and robust testing plans while maintaining system security and reliability.

The role demands hands-on experience with Genesys Cloud CX, Architect, Voice, WFM, KM, and rich API integrations, plus strong troubleshooting and on-call capabilities.

Qualifications

• 3+ years of hands‑on experience with Genesys Cloud CX development and configuration.
• Ability to participate in an on‑call duty and provide after‑hours support as required to ensure timely resolution of critical issues and business continuity
• Strong experience with Genesys Cloud Architect for IVR, inbound/outbound call flows, menus, routing, prompts, schedules, and data actions.
• Strong knowledge of Genesys Cloud Voice, including: ACD and call routing Queues and skills DID and telephony configuration SIP / BYOC concepts Call recording Callbacks, transfers, and voicemail
• Hands‑on experience with Genesys Cloud Digital channels, including: Web Messaging SMS Email Digital routing
• Experience with Genesys Cloud Knowledge Management (KM), including knowledge bases, articles, categories, and agent/customer knowledge experiences.
• Strong experience with Genesys Cloud integrations using: Genesys Cloud APIs REST APIs SDKs Architect Data Actions Webhooks OAuth 2.0 JSON
• Experience with unit testing, integration testing, UAT, regression testing, and production validation.
• Integration & Development Skills Strong knowledge of RESTful APIs and API-based integrations. Experience with Python.

Responsibilities

• Drive software development lifecycle across teams to translate requirements into features and tests.
• Write code and prepare design specifications for scalable technology applications.
• Support system design and advise on security requirements across business applications.
• Debug and maintain Genesys Cloud solutions including IVR, routing, and digital channels.
• Provide production and operational support for Genesys Cloud and related components.

Skills

Analytical thinking

Troubleshooting

Communication

Team collaboration

On-call support

Tools

Genesys Cloud CX

Genesys Cloud Architect

Genesys Cloud Voice

Genesys Cloud WFM

Genesys Cloud KM

Genesys Cloud REST APIs

OAuth 2.0

Webhooks

SIP/BYOC

CRM integrations

Job description

Application Deadline: 10/29/2026 Address: 250 Yonge Street Job Family Group: Technology Drives the overall software development lifecycle including working across functional teams to transform requirements into features and conducting software testing and maintenance. Specific project areas of focus includes translating user requirements into technical specifications, writing code and managing the preparation of design specifications. Supports system design, provides advice on security requirements and debugs business systems and service applications. Applies deep knowledge of algorithms, data structures and programming languages to develop high quality technology applications and services - including tools, standards, and relevant software platforms based on business requirements.

Qualifications

• 3+ years of hands‑on experience with Genesys Cloud CX development and configuration.
• Ability to participate in an on‑call duty and provide after‑hours support as required to ensure timely resolution of critical issues and business continuity
• Strong experience with Genesys Cloud Architect for IVR, inbound/outbound call flows, menus, routing, prompts, schedules, and data actions.
• Strong knowledge of Genesys Cloud Voice, including: ACD and call routing Queues and skills DID and telephony configuration SIP / BYOC concepts Call recording Callbacks, transfers, and voicemail Hands‑on experience with Genesys Cloud Digital channels, including: Web Messaging SMS Email Digital routing Experience with Genesys Cloud bot/chatbot development, including conversational flows, intents, self‑service, fallback handling, and bot-to‑agent escalation.
• Hands‑on experience with Genesys Cloud Workforce Management (WFM), including forecasting, scheduling, planning groups, work plans, adherence, intraday management and time off balance module.
• Experience with Genesys Cloud Knowledge Management (KM), including knowledge bases, articles, categories, and agent/customer knowledge experiences.
• Strong experience with Genesys Cloud integrations using: Genesys Cloud APIs REST APIs SDKs Architect Data Actions Webhooks OAuth 2.0 JSON Experience integrating Genesys Cloud with CRM and enterprise applications.
• Strong understanding of Genesys Cloud users, roles, permissions, divisions, queues, skills, routing rules, scripts, wrap‑up codes, schedules, business hours, special days, emergency messages, and configuration management.
• Experience with Genesys Cloud deployment and release management across development, QA/UAT, and production environments.
• Experience providing production and operational support for Genesys Cloud. Strong troubleshooting skills across voice, digital, Architect, chatbot, WFM, KM, APIs, integrations, and agent applications.
• Experience with unit testing, integration testing, UAT, regression testing, and production validation.
• Ability to perform root‑cause analysis and resolve complex Genesys Cloud production issues.
• Integration & Development Skills Strong knowledge of RESTful APIs and API-based integrations. Experience with Python. Understanding of API authentication, OAuth, JSON, HTTP methods, error handling, and data mapping. Experience building integrations between Genesys Cloud and third‑party/enterprise applications. Knowledge of event‑driven integrations and webhooks is preferred.
• Deployment Skills Experience with Genesys Cloud configuration migration and deployment processes. Ability to prepare deployment plans, implementation procedures, validation checklists, and rollback plans. Understanding of change management and production release processes.
• Production Support Skills Experience providing application and platform support in a production contact center environment. Strong incident, problem, and change management experience. Ability to troubleshoot and resolve high‑priority contact center issues within defined SLAs. Experience analyzing interaction data, logs, API responses, Architect flows, configuration, and system behavior. Ability to coordinate with Genesys/vendor support for complex issues. Experience creating technical documentation, runbooks, knowledge articles, and troubleshooting guides.
• Preferred / Nice‑to‑Have Skills Genesys Cloud certification such as Genesys Cloud Developer or Architect. Experience with BYOC Cloud, SIP, SBC, and enterprise telephony. Knowledge of Genesys Cloud Analytics, Quality Management. Experience with enterprise‑scale contact center transformation or migration projects.

Salary and Compensation

Salary: $55,500.00 - $120,000.00 Pay Type: Salaried

The above represents BMO Financial Group’s pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part‑time roles will be pro‑rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position. BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance‑based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in‑depth training and coaching, to manager support and network‑building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

BMO is a leading bank driven by a single purpose: to Boldly Grow the Good in business and life. Everywhere we do business, we’re focused on building, investing and transforming how we work to drive performance and continue growing the good.

Who we are

We’re proud to be fueling growth and expanding possibilities for individuals, families and businesses. More than 12 million customers count on us for personal and commercial banking, wealth management and investment services. As the 8th largest bank in North America by assets, we provide personal and commercial banking, wealth management and investment services to more than 12 million customers. In Canada, the United States and across the globe, we’ll continue to build, invest and transform to drive performance that serves the good that grows.